Technical Customer Advocate

Job Description
This role involves delivering expert-level support and consultation on Nokia's Network Management Systems (NMS) for NI-led projects. The candidate will guide customers on configuration, integration, and best practices, while resolving technical issues in collaboration with TAC and solution architects. Responsibilities include documentation, cross-functional coordination, and occasional travel to customer sites. The position demands strong technical knowledge across IP/MPLS, SDN, OSS, and optical networking, along with excellent communication and problem-solving skills.

How You Will Contribute And What You Will Learn

• Provide tailored NMS solutions and fixes to customers for NI-led projects, ensuring timely and effective resolution of technical issues.
• Conduct NMS consultation workshops to enhance customer understanding and experience of the product.
• Offer expert guidance on NMS application configuration and utilization, aligning with project-specific requirements and industry best practices.
• Collaborate with customers to discuss and deliver High-Level Design (HLD), configuration, operational, and test documentation as needed.
• Demonstrate strong understanding of NMS integration with third-party OSS platforms and other Nokia Network Management Systems.
• Maintain and update customer-facing and TAC handover documents and templates to ensure continuity and future reference.
• Work closely with TAC, Solution Architects, and customers to troubleshoot and resolve NMS-related issues efficiently.
• Assist customers in raising TAC cases and ensure follow-through with TAC/R&D until resolution and Root Cause Analysis (RCA) is completed.
• May lead cross-functional teams with manageable risks and resource requirements.
• Be available for short-term travel to customer premises or installation sites.
• Willingness to work night hours when required for issue resolution or system upgrades.

Key Skills And Experience
You have:

• Proven experience in consulting and delivering professional services directly to external customers, with strong interpersonal and presentation skills.
• Solid understanding of Network Management Systems (NMS) concepts and protocols including FCAPS, PCEP, NETCONF/YANG, SNMP, HTTP/SOAP, JMS, and REST.
• In-depth knowledge of IP/MPLS networking and protocols such as IPv4/IPv6, BGP, ISIS, OSPF, MPLS (RSVP-TE, LDP), L2/L3 VPN, QoS, and network security.
• Familiarity with Optical Transport Networking technologies including WDM, OTN, gMPLS, and Add-Drop Multiplexing.
• Hands-on experience with Software Defined Networking (SDN), SD-WAN, and automation frameworks.
• Exposure to Service Assurance, OAM testing, and reporting methodologies.
• Understanding of Big Data/Analytics, Virtualized Network Functions (VNFs), Cloud Computing platforms, and multi-vendor OSS integration.
• Energetic and adaptable with a "make it happen" attitude, excellent communication skills, and the ability to thrive in fast-paced, dynamic environments.

About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team
The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.